MSD - 20012020 QLD SCP SOUTH EAST QLD RUNL

Delay due to extreme weather events in the Southeast Coast District and parts of the Darling Downs and Granite Belt, and Wide Bay and Burnett Districts of Queensland.

The Southeast Coast District and parts of the Darling Downs and Granite Belt, and Wide Bay and Burnett Districts of Queensland were impacted by extreme weather on or about Friday 17 January 2020 through to Monday 20 January 2020.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 1,980 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Tinnanbar following the coastline south past Noosa Heads, Brisbane and Gold Coast to the Tweed River. From the Tweed River the area follows the QLD/NSW border westerly past Mount Lindesay, Wallangarra and Goondiwindi to Talwood Boonanga Rd. The area heads northwest to North Talwood, northeast to The Gums then east to Ducklo. From Ducklo the area heads north to Dura, northeast to Malarga then east back to Tinnanbar. All suburbs and towns, off shore islands and coastal areas serviced by Optus within these boundaries are encompassed in this exemption.

How will this affect you?

Unfortunately, your service may be affected and we may take longer than normal to fix telephone services or complete connections. Services in the area mentioned above with phone numbers in the following number ranges may have been affected: 

0730000100 to 0730378999 | 0735500000 to 0735529999 | 0745944000 to 0745969999

0730552000 to 0730559999 | 0736010300 to 0736086999 | 0746120000 to 0746385799

0730660000 to 0730754999 | 0736120000 to 0736127999 | 0746509000 to 0746996999

0730863000 to 0730865999 | 0736200000 to 0736669999 | 0753094000 to 0753096999

0731090000 to 0731097999 | 0737009000 to 0737280999 | 0753228400 to 0753528499

0731133000 to 0731133999 | 0738019400 to 0739184999 | 0753900000 to 0753908999

0731310000 to 0731319999 | 0741600000 to 0741798999 | 0754010000 to 0755989599

0731330000 to 0731349999 | 0741836000 to 0741836999 | 0756058000 to 0756058999

0731410000 to 0731420999 | 0741899000 to 0741899999 | 0756070000 to 0756070999

0731422000 to 0731439999 | 0741960000 to 0741960999 | 0756090000 to 0756093999

0731610000 to 0731629999 | 0741980000 to 0741988999 | 0756099000 to 0756187999

0731720000 to 0731729999 | 0745280000 to 0745283999 | 0756270000 to 0756279999

0731792100 to 0731792299 | 0745396000 to 0745396999 | 0756440000 to 0756659999

0731890000 to 0731909999 | 0745408000 to 0745409999 | 0756679000 to 0756679999

0732001200 to 0734578599 | 0745648000 to 0745649999 | 0756790000 to 0756799999

0734706300 to 0735149999 | 0745653000 to 0745782999

We anticipate that the majority of services will be restored by 23 February 2020. We’re sorry for any inconvenience this delay may cause but we can assure you we are working hard to get things back on track.

What else do you need to know?

Information as to the nature of these extreme weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall, damaging winds and large hailstones are referred to in the BOM Severe Weather Warning issued for 17 January 2020 initially at 7:09 pm Friday, 17 January 2020, reference number IDQ21033; all of which were widely reported in the news media after the events.

Due to this event, we’re claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation between 20 January 2020 to 23 February 2020 inclusive for any delays in fixing or connecting services, and the keeping of appointments relating to these activities in the impacted area.

Need more information?

If you have any questions regarding your eligibility for a CSG payment under this notice, or wish to have us reconsider whether the circumstances were a proper basis for claiming an exemption, you can contact Optus on 13 39 37– quoting CSG exemption reference number 20012020-QLD-S-C-P-SOUTH EAST QLD_RUNL

You can also view a copy of this notice on our Internet site www.optus.com.au/msd

If, after calling Optus on the above number, you remain unsatisfied with our response to your query, you have the option of raising the matter with the Telecommunications Industry Ombudsman (TIO).  Information on the TIO and contact details are available on the Internet (www.tio.com.au) and in the White Pages® telephone directory.